Collection cases are used to track outstanding customer invoices in a structured manner through an automated collection flow. Each collection case represents one or more unpaid invoices for a customer and goes through a preconfigured series of steps, such as reminders and dunning notices.
You can find collection files in the overview under Collection Cases. From this section, you can track, manage, and, if necessary, manually adjust all files.
Debt collection cases are important because they:
ensure consistent and timely follow-up of defaults,
reduce manual errors,
provide insight into outstanding amounts and next actions,
provide support with both internal and external debt collection processes.
Navigating the Collection Cases overview
The Debt Collection Cases Overview shows all available files with key information, including:
File number
Unique identification, usually structured asFile number – Customer nameWorkflow name
The collection flow usedStatus
Active, paused, manually closed or automatically closedOutstanding balance
Total unpaid amount including VATCurrent step
Last step performed and next stepStructured communication
Next action on
Date the next step will be performed (only for active files)In payment plan
In the Collection Cases overview you have a search and filter bar.
This contains:
A search field to quickly find specific files.
FFilters based on status, such as "All," "Active," "Paused," "Action Required," and "Closed."
Dropdown filters to segment files based on location groups, customer groups, customer and collection cycle.
In short, it is a navigation and filter section that allows you to quickly and efficiently refine and manage debt collection cases.
Additional filters:
Lower limit outstanding amount
Next action planned (date)
Next action planned
Statuses
Active: file is moving through the workflow
Paused: Workflow temporarily stopped
Manually closed: closed by user
Automatically closed: automatically closed after payment or workflow completion
Problem | Solution |
Outstanding amount is €0.00 but file is still active | Check that all workflow steps are completed |
Next action scheduled on shows | There are no more open steps |
Workflow seems stuck | Check if the file is paused |
File is not progressing | Check status, next action date and error messages |
Outstanding amount is incorrect | Check VAT, partial payments and invoice links |
Why is my collection file not progressing?
The file may be paused, waiting for a scheduled action, or contain an error.
Why does the outstanding amount not match the invoices?
The amount includes VAT, only unpaid parts and no collection costs.
What does 'Manual intervention required' mean?
A step failed or requires a manual action, such as sending a post.
Can I add additional invoices to an existing file?
Yes, provided they belong to the same customer and location group.
What happens when I pause a file?
Stopping and resuming the workflow first recalculates the amount.
Why was my file automatically closed?
All invoices have been paid and all workflow steps have been completed.
How do I see which step is performed next?
In the list via the Step column or on the details page in the timeline.
Can I change the workflow of a file?
No, the workflow is fixed when the file is created.
Collection file: Registration for following up on outstanding invoices
Workflow: Pre-set series of collection steps
Step: One action within a workflow
Outstanding amount: Total unpaid amount including VAT
Payment reference: Reference for payments within this file
Next action scheduled on: Date of the next workflow step
Manual Intervention: Action that must be performed by a user
Trigger Days: Number of days before a step is executed
Collection costs: Costs added by workflow steps
Debtor: Customer with outstanding debt